Quality Assurance Evaluation

Agent Name

Agent Email

Manager Email

Team Lead Email

Salesforce Case Number

Was the customer's agreement in term?

Salesforce - Did the agent select the correct Case Type based on the customer's request? If No, see the explanation below.

Salesforce - Did the agent select the correct Case Type based on the customer's request? Explanation:

Salesforce - Did the agent select the appropriate final outcome for the case? If No, see the explanation below.

Salesforce - Did the agent select the appropriate final outcome for the case? Explanation:

Salesforce - Do the case notes clearly document the actions taken and the resolution provided? If No, see the explanation below.

Salesforce - Do the case notes clearly document the actions taken and the resolution provided? Explanation:

Salesforce - Did the agent verify and document the customer's contact information for Account Center access? If No, see the explanation below.

Salesforce - Did the agent verify and document the customer's contact information for Account Center access? Explanation:

Syteline - Did the agent accurately verify and communicate the customer's Auto Pay status? If No, see the explanation below.

N/A - Syteline - Did the agent accurately verify and communicate the customer's Auto Pay status?

Syteline - Did the agent accurately verify and communicate the customer's Auto Pay status? Explanation:

Syteline - Did the agent accurately add the billing contact information to SyteLine? If No, see the explanation below.

N/A - Syteline - Did the agent accurately add the billing contact information to SyteLine?

Syteline - Did the agent accurately add the billing contact information to SyteLine? Explanation:

CSAT - Did the agent follow the appropriate Account Center process based on the request type? If No, see the explanation below.

CSAT - Did the agent follow the appropriate Account Center process based on the request type? Explanation:

CSAT - When applicable, did the agent educate the customer on available self-service options (Account Center access, payments, account updates, etc.)? If No, see the explanation below.

N/A - When applicable, did the agent educate the customer on available self-service options (Account Center access, payments, account updates, etc.)?

CSAT - When applicable, did the agent educate the customer on available self-service options (Account Center access, payments, account updates, etc.)? Explanation:

CSAT - Did the agent verify the customer's identity and account ownership before providing account information or making changes? If No, see the explanation below.

CSAT - Did the agent verify the customer's identity and account ownership before providing account information or making changes? Explantion:

CSAT - Were billing and payment inquiries handled appropriately? If No, see the explanation below.

N/A - Were billing and payment inquiries handled appropriately?

CSAT - Were billing and payment inquiries handled appropriately? Explanation:

CSAT - Did the agent correctly answer the customer's questions regarding the Customer Business Account Center? If No, see the explanation below.

N/A - CSAT - Did the agent correctly answer the customer's questions regarding the Customer Business Account Center?

CSAT - Did the agent correctly answer the customer's questions regarding the Customer Business Account Center?Explanation:

CSAT - Did the agent verify (read back) the customer's email address to confirm it was correct? If No, see the explanation below.

N/A - CSAT - Did the agent verify (read back) the customer's email address to confirm it was correct?

CSAT - Did the agent verify (read back) the customer's email address to confirm it was correct? Explanation:

CSAT - Did the agent correctly assist the customer by advising where to go within the Customer Business Account Center? If No, see the explanation below.

N/A - CSAT - Did the agent correctly assist the customer by advising where to go within the Customer Business Account Center?

CSAT - Did the agent correctly assist the customer by advising where to go within the Customer Business Account Center? Explanation:

CSAT - Was the request handled efficiently without unnecessary transfers or escalation? If No, see the explanation below.

CSAT - Was the request handled efficiently without unnecessary transfers or escalation? Explanation:

N/A Questions

Total Score

Status Message

Sender Name

Submission Date

Date

QA Reviewer Feedback:

QA Supporting Documentation

Upload screenshots, emails, Salesforce records, Syteline records, or any other supporting documentation used to support this evaluation.

Quality Assurance Evaluation - Account Center

Salesforce Case Review

Syteline

Customer Satisfaction

Scoring